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Old 06-12-2012, 01:35 PM   #1
netherfox
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Article: "Newegg: Installing Linux On Your Computer Is Basically The Same As Breaking


Newegg: Installing Linux On Your Computer Is Basically The Same As Breaking It
Quote:
"I've always received excellent customer support from Newegg, but apparently they aren't big fans of Linux. I ordered an E525 Thinkpad from them that I received on time and seemingly without issue. The system appeared to work properly and had no issues with the Linux Mint 13 install placed on it for 2 days.

On the third day of use a loud coil squeal/chirp became apparent, becoming louder when it was running on battery power. Within hours the wireless chipset failed and refused to connect, the display began glitching with horizontal lines appearing through it, and it became unresponsive. I tested it with a Windows live USB thumb drive, just to ensure there was no problem with the OS before RMAing it."

[Newegg.com's response shown in original article]

"As you can see from the attached email I received today, the RMA was declined. I spoke with a support agent, as well as a manager who couldn't comprehend the difference between an obvious hardware failure that could be found running the BIOS provided diagnostics, and the Linux installation."


Quote:
Here is the relevant section of Newegg's return policy. There could also be extra conditions for return put in place by Lenovo, but we can't find them.
“The following conditions are not acceptable for return, and will result in the merchandise being returned to you: Any desktop PC, notebook or tablet PC that has been opened Any desktop PC, notebook or tablet PC that is free from defects in materials or workmanship Any desktop PC, notebook or tablet PC that has physical damage due to abuse or improper use Any desktop PC, notebook or tablet PC that is missing any accessories or packaging including, but not limited to, AC adapter, battery, pack, manuals, carrying case (if any)”
Wait, so which of those does installing Linux fall under? Improper use, physical damage, or missing accessories?
Full Article (consumerist.com)
 
Old 06-13-2012, 06:14 AM   #2
pixellany
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The article has been updated---Newegg apparently reversed themselves under pressure.

there was a thread somewhere a while back titled "always call"----in context, that meant "always push"---point being that, no matter what the front lines are supposed to tell you, there is always an appeal route.

I once had an interesting exchange with a script zombie in an offshore call center. When this (well-meaning) person suggested that my issue was related to using Linux, I responded that this was not relevant to my issue, and then I offered to explain why. I was handed off to "escalation" in a flash.

Side note---tools for survival in the modern world---how to get call center people off of their scripts.
 
Old 06-13-2012, 08:02 AM   #3
Doc CPU
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Hi there,

Quote:
Originally Posted by pixellany View Post
The article has been updated---Newegg apparently reversed themselves under pressure.
that's what I would've expected. I don't know that particular company, but it's the same with electronics dealers in Germany: If you think you have a reason to claim warranty, the first thing they do is try to deny their responsibility for whatever reason.
Unfortunately, many customers are shy enough to make this strategy work.

Newegg being a US based company, I suppose United States law is applicable here. I'm aware that the legal and commercial background varies among countries - but in Germany, there have been similar cases that even went to Court which -on most occasions- ruled that removing the preinstalled software and installing something different (even the operating system), even upgrading or exchanging user-accessible hardware (like extending memory, installing an add-on card or another HDD) is not a reason to decline warranty claims, unless the company can prove(!) that the customer failed to observe appropriate safety precautions.

Quote:
Originally Posted by pixellany View Post
So usually, you have to be rather persistent to be successful and get what you want. Some companies are more tenacious than others, of course, and on rare occasions the honest customer has no choice left but seeking legal assistance. Sometimes it helps to go public with the issue.
Usually, if the poor guy or girl on the phone says "I can't", my reply is, "Then please put me through to someone who can." I know that the support personnel has very limited freedom in their decision.

Quote:
Originally Posted by pixellany View Post
Side note---tools for survival in the modern world---how to get call center people off of their scripts.
Interesting hint - a link to that "how-to" would be even more interesting than just mentioning it.

[X] Doc CPU
 
Old 06-13-2012, 11:12 AM   #4
honeybadger
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I worked in a tech suport call centre. Believe me the scripts are important - this is how the qualty department asks us to work and say. There is absolutely nothing that a tech support can do about this. The best thing is to let the tech support say everything he _has_ to say on that call and then ask your question. Believe me, the moment you say linux there will be a manager (who knows even a lot less) to help you.
 
Old 06-13-2012, 11:44 AM   #5
pixellany
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Quote:
Quote:
Originally Posted by pixellany View Post
Side note---tools for survival in the modern world---how to get call center people off of their scripts.
Interesting hint - a link to that "how-to" would be even more interesting than just mentioning it.
I don't have any specific how-to in mind---Every so often, there's a thread on this somewhere---it would be nice to actually compile all the hints someday.

To honeybadger;
I did not mean to imply that I would be rude or abusive towards the person in the call center. The point is to recognize their limitations and get things done as painlessly as possible. Asking to speak to someone that is familiar with the issue (or authorized to make a decision, etc.) is always appropriate.

This said, I hope you will agree that anyone that takes a job in a call center accepts all that goes with it. The company puts them on the front lines dealing with the masses----quite simply so that other employees don't have to. I would never be able to do that kind of work, and I guess we are all fortunate that there are people that can. (An interesting side note: Many of the operators in India speak better English than the ones here in the US!!)
 
Old 06-13-2012, 01:18 PM   #6
Doc CPU
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Hi there,

Quote:
Originally Posted by pixellany View Post
To honeybadger;
I did not mean to imply that I would be rude or abusive towards the person in the call center.
neither did I in my previous post.

Quote:
Originally Posted by pixellany View Post
The point is to recognize their limitations and get things done as painlessly as possible. Asking to speak to someone that is familiar with the issue (or authorized to make a decision, etc.) is always appropriate.
Yes, and doing so, you should keep calm and polite. That's not always easy when you're already upset about the product you're calling about. But it's worth the effort.

Quote:
Originally Posted by pixellany View Post
This said, I hope you will agree that anyone that takes a job in a call center accepts all that goes with it. The company puts them on the front lines dealing with the masses----quite simply so that other employees don't have to.
In a more military wording, they're they front line of defense. I don't know if I were able to do their work, but I definitely wouldn't want to. It would probably drive me insane very quickly.

Quote:
Originally Posted by pixellany View Post
An interesting side note: Many of the operators in India speak better English than the ones here in the US!!)
I don't have enough experience to confirm this or argue against it, but I can imagine it's true. The only issue may be the "edgy" accent that is typical for many English-speaking Asians. Once you got used to that ...
Among the people I had to do with, the Swedish spoke the clearest and best-articulated English.

[X] Doc CPU
 
Old 06-14-2012, 01:10 PM   #7
honeybadger
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I am sorry if anyone felt I was aiming for them in my post. I did not mean it. I just wanted to let you know that the only way you can get a call center person off the scrpit is to let him finish it . Gawd, believe me someone who has never been on a call makes up these rules. I mean someone _dreams up_ these perfect calls and then makes the rules and absolutely fails to understand that not all calls are perfect.
Believe me, this is a ture story. I was on a mock call with the quality department before I took this mock call (with a major hardware verndor) and this dumba** comes up with a senario that the computer he bought is on fire. I give him the best advice shut off all the electrial equipments and call the police. The dumba** failed me and I had to undergo two more weeks of training.
 
Old 06-14-2012, 02:31 PM   #8
jlinkels
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This is the reason I leave the Windows partition active on my new laptops and shrink them during installation of Linux. On one laptop I have a virgin Vista which did not even complete installation. Just in case I have to return it. If it has Windows on it, the software cannot be the reason of malfunction. (Really?)

I should also mention that once I sent a HP/Compaq NC6230 in for repair, where I had removed Windows completely. After replacing the mainboard they called me to ask for the root password, which I denied. Then they politely responded that they would do the testing as good as possible, but that I should take care of other possible issues myself. In the unlikely case that there were still problems with the laptop I should return the machine for service again. Now, that is a correct approach.

This is 3-4 years ago, I am not sure if HP still has the same policy.

jlinkels
 
Old 06-15-2012, 03:42 PM   #9
drawkcab
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Ya, always reinstall windows before you send it back.
 
  


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